Open-domain conversational agents or chatbots are becoming increasingly popular in the natural language processing community. One of the challenges is enabling them to converse in an empathetic manner. Current neural response generation methods rely solely on end-to-end learning from large scale conversation data to generate dialogues. This approach can produce socially unacceptable responses due to the lack of large-scale quality data used to train the neural models. However, recent work has shown the promise of combining dialogue act/intent modelling and neural response generation. This hybrid method improves the response quality of chatbots and makes them more controllable and interpretable. A key element in dialog intent modelling is the development of a taxonomy. Inspired by this idea, we have manually labeled 500 response intents using a subset of a sizeable empathetic dialogue dataset (25K dialogues). Our goal is to produce a large-scale taxonomy for empathetic response intents. Furthermore, using lexical and machine learning methods, we automatically analysed both speaker and listener utterances of the entire dataset with identified response intents and 32 emotion categories. Finally, we use information visualization methods to summarize emotional dialogue exchange patterns and their temporal progression. These results reveal novel and important empathy patterns in human-human open-domain conversations and can serve as heuristics for hybrid approaches.
It may be difficult for some individuals to open up and share their thoughts and feelings in front of a mental health expert. For those who are more at ease with a virtual agent, conversational agents can serve as an intermediate step in the right direction. The conversational agent must therefore be empathetic and able to conduct free-flowing conversations. To this effect, we present an approach for creating a generative empathetic open-domain chatbot that can be used for mental health applications. We leverage large scale pre-training and empathetic conversational data to make the responses …
University of Denver（丹佛大学）；Department of Electrical and Computer Engineering, University of Denver（丹佛大学电气与计算机工程系）
Understanding emotions and responding accordingly is one of the biggest challenges of dialog systems. This paper presents EmpTransfo, a multi-head Transformer architecture for creating an empathetic dialog system. EmpTransfo utilizes state-of-the-art pre-trained models (e.g., OpenAI-GPT) for language generation, though models with different sizes can be used. We show that utilizing the history of emotions and other metadata can improve the quality of generated conversations by the dialog system. Our experimental results using a challenging language corpus show that the proposed approach outper…
A key trait of daily conversations between individuals is the ability to express empathy towards others, and exploring ways to implement empathy is a crucial step towards human-like dialogue systems. Previous approaches on this topic mainly focus on detecting and utilizing the user's emotion for generating empathetic responses. However, since empathy includes both aspects of affection and cognition, we argue that in addition to identifying the user's emotion, cognitive understanding of the user's situation should also be considered. To this end, we propose a novel approach for empathetic respo…
Over the past year, research in various domains, including Natural Language Processing (NLP), has been accelerated to fight against the COVID-19 pandemic, yet such research has just started on dialogue systems. In this paper, we introduce an end-to-end dialogue system which aims to ease the isolation of people under self-quarantine. We conduct a control simulation experiment to assess the effects of the user interface, a web-based virtual agent called Nora vs. the android ERICA via a video call. The experimental results show that the android offers a more valuable user experience by giving the…
Paul G. Allen School of Computer Science & Engineering, University of Washington（华盛顿大学保罗·G·艾伦计算机科学与工程学院）；Facebook AI Research（Facebook人工智能研究（Facebook AI Research））
One challenge for dialogue agents is recognizing feelings in the conversation partner and replying accordingly, a key communicative skill. While it is straightforward for humans to recognize and acknowledge others' feelings in a conversation, this is a significant challenge for AI systems due to the paucity of suitable publicly-available datasets for training and evaluation. This work proposes a new benchmark for empathetic dialogue generation and EmpatheticDialogues, a novel dataset of 25k conversations grounded in emotional situations. Our experiments indicate that dialogue models that use o…
University of North Carolina at Charlotte（北卡罗来纳大学夏洛特分校）
Emotional language generation is one of the keys to human-like artificial intelligence. Humans use different type of emotions depending on the situation of the conversation. Emotions also play an important role in mediating the engagement level with conversational partners. However, current conversational agents do not effectively account for emotional content in the language generation process. To address this problem, we develop a language modeling approach that generates affective content when the dialogue is situated in a given context. We use the recently released Empathetic-Dialogues cor…
The Hong Kong Polytechnic University（香港理工大学）；LMU Munich（慕尼黑大学）
The task of empathetic response generation aims to understand what feelings a speaker expresses on his/her experiences and then reply to the speaker appropriately. To solve the task, it is essential to model the content-emotion duality of a dialogue, which is composed of the content view (i.e., what personal experiences are described) and the emotion view (i.e., the feelings of the speaker on these experiences). To this end, we design a framework to model the Content-Emotion Duality (CEDual) via disentanglement for empathetic response generation. With disentanglement, we encode the dialogue hi…
University of Amsterdam（阿姆斯特丹大学）；Ahold Delhaize（阿霍德·德尔海兹）
Conversational interfaces are increasingly popular as a way of connecting people to information. Corpus-based conversational interfaces are able to generate more diverse and natural responses than template-based or retrieval-based agents. With their increased generative capacity of corpusbased conversational agents comes the need to classify and filter out malevolent responses that are inappropriate in terms of content and dialogue acts. Previous studies on the topic of recognizing and classifying inappropriate content are mostly focused on a certain category of malevolence or on single senten…
Modern day conversational agents are trained to emulate the manner in which humans communicate. To emotionally bond with the user, these virtual agents need to be aware of the affective state of the user. Transformers are the recent state of the art in sequence-to-sequence learning that involves training an encoder-decoder model with word embeddings from utterance-response pairs. We propose an emotion-aware transformer encoder for capturing the emotional quotient in the user utterance in order to generate human-like empathetic responses. The contributions of our paper are as follows: 1) An emo…
Alibaba-NTU Singapore Joint Research Institute（阿里巴巴-南洋理工大学新加坡联合研究院）；Alibaba Group（阿里巴巴集团）
Empathetic conversational models have been shown to improve user satisfaction and task outcomes in numerous domains. In Psychology, persona has been shown to be highly correlated to personality, which in turn influences empathy. In addition, our empirical analysis also suggests that persona plays an important role in empathetic conversations. To this end, we propose a new task towards persona-based empathetic conversations and present the first empirical study on the impact of persona on empathetic responding. Specifically, we first present a novel large-scale multi-domain dataset for persona-…
Software-Based Dialogue Systems: Survey, Taxonomy and Challenges
Universitat Politècnica de Catalunya (UPC)（加泰罗尼亚理工大学）；Department of Service and Information System Engineering (ESSI)（服务与信息系统工程系）；Department of Computer Science (CS)（计算机科学系）
Emotion recognition in conversation (ERC) is a crucial component in affective dialogue systems, which helps the system understand users' emotions and generate empathetic responses. However, most works focus on modeling speaker and contextual information primarily on the textual modality or simply leveraging multimodal information through feature concatenation. In order to explore a more effective way of utilizing both multimodal and long-distance contextual information, we propose a new model based on multimodal fused graph convolutional network, MMGCN, in this work. MMGCN can not only make us…
Indian Institute of Technology Gandhinagar（甘地纳加尔印度理工学院）
The increasing use of dialogue agents makes it extremely desirable for them to understand and acknowledge the implied emotions to respond like humans with empathy. Chatbots using traditional techniques analyze emotions based on the context and meaning of the text and lack the understanding of emotions expressed through face. Emojis representing facial expressions present a promising way to express emotions. However, none of the AI systems utilizes emojis for empathetic conversation generation. We propose, SentEmojiBot, based on the SentEmoji dataset, to generate empathetic conversations with a…
Institute of Information Engineering, Chinese Academy of Sciences（中国科学院信息工程研究所）；School of Cyber Security, University of Chinese Academy of Sciences（中国科学院大学网络空间安全学院）；WeChat AI, Tencent Inc（腾讯公司微信AI）
Empathy, which is widely used in psychological counselling, is a key trait of everyday human conversations. Equipped with commonsense knowledge, current approaches to empathetic response generation focus on capturing implicit emotion within dialogue context, where the emotions are treated as a static variable throughout the conversations. However, emotions change dynamically between utterances, which makes previous works difficult to perceive the emotion flow and predict the correct emotion of the target response, leading to inappropriate response. Furthermore, simply importing commonsense kno…
Generative adversarial imitation learning (GAIL) is a model-free algorithm that has been shown to provide strong results in imitating complex behaviors in high-dimensional environments. In this paper, we utilize the GAIL model for text generation to develop empathy-based context-aware conversational AI. Our model uses an expert trajectory of empathetic prompt-response dialogues which can accurately exhibit the correct empathetic emotion when generating a response. The Generator of the GAIL model uses the GPT-2 sequential pre-trained language model trained on 117 million parameters from 40 GB o…
Ping An Life Insurance Company of China, Ltd.（中国平安人寿保险股份有限公司）
Emotion dynamics modeling is a significant task in emotion recognition in conversation. It aims to predict conversational emotions when building empathetic dialogue systems. Existing studies mainly develop models based on Recurrent Neural Networks (RNNs). They cannot benefit from the power of the recently-developed pre-training strategies for better token representation learning in conversations. More seriously, it is hard to distinguish the dependency of interlocutors and the emotional influence among interlocutors by simply assembling the features on top of RNNs. In this paper, we develop a …
Companies are dealing with many cognitive changes with the introduction of the Industry 4.0 paradigm. In this constantly changing environment, knowledge management is a key factor. Dialog systems, being able to hold a conversation with humans, could support the knowledge management in business environment. Although, these systems are currently hand-coded and need the intervention of a human being in writing all the possible questions and answers, and then planning the interactions. This process, besides being time-consuming, is not scalable. Conversely, a dialog system, also referred to as cha…
National Technical University of Athens（雅典国家技术大学）；ATHENA R.C.（雅典娜研究中心）；Behavioral Signals
In this paper, we introduce EmpBot: an end-to-end empathetic chatbot. Empathetic conversational agents should not only understand what is being discussed, but also acknowledge the implied feelings of the conversation partner and respond appropriately. To this end, we propose a method based on a transformer pretrained language model (T5). Specifically, during finetuning we propose to use three objectives: response language modeling, sentiment understanding, and empathy forcing. The first objective is crucial for generating relevant and coherent responses, while the next ones are significant for…
Shenzhen International Graduate School, Tsinghua University（清华大学深圳国际研究生院）
In empathetic conversations, humans express their empathy to others with empathetic intents. However, most existing empathetic conversational methods suffer from a lack of empathetic intents, which leads to monotonous empathy. To address the bias of the empathetic intents distribution between empathetic dialogue models and humans, we propose a novel model to generate empathetic responses with human-consistent empathetic intents, EmpHi for short. Precisely, EmpHi learns the distribution of potential empathetic intents with a discrete latent variable, then combines both implicit and explicit int…
Institute of Computing Technology, Chinese Academy of Sciences（中国科学院计算技术研究所）；University of Chinese Academy of Sciences（中国科学院大学）；Pattern Recognition Center, WeChat AI, Tencent Inc（腾讯公司微信人工智能模式识别中心）
Researches on dialogue empathy aim to endow an agent with the capacity of accurate understanding and proper responding for emotions. Existing models for empathetic dialogue generation focus on the emotion flow in one direction, that is, from the context to response. We argue that conducting an empathetic conversation is a bidirectional process, where empathy occurs when the emotions of two interlocutors could converge on the same point, i.e., reaching an emotion consensus. Besides, we also find that the empathetic dialogue corpus is extremely limited, which further restricts the model performa…
The Hong Kong University of Science and Technology（香港科技大学）；EMOS Technologies Inc.（EMOS科技公司）
In this paper, we present an end-to-end empathetic conversation agent CAiRE. Our system adapts TransferTransfo (Wolf et al., 2019) learning approach that fine-tunes a large-scale pre-trained language model with multi-task objectives: response language modeling, response prediction and dialogue emotion detection. We evaluate our model on the recently proposed empathetic-dialogues dataset (Rashkin et al., 2019), the experiment results show that CAiRE achieves state-of-the-art performance on dialogue emotion detection and empathetic response generation.
Towards Human-centered Proactive Conversational Agents
National University of Singapore（新加坡国立大学）；Singapore Management University（新加坡管理大学）；Harbin Institute of Technology, Shenzhen（哈尔滨工业大学（深圳））；Georgetown University（乔治城大学）
Philips Research（飞利浦研究院）；University of Cagliari（卡利亚里大学）
Empathetic response from the therapist is key to the success of clinical psychotherapy, especially motivational interviewing. Previous work on computational modelling of empathy in motivational interviewing has focused on offline, session-level assessment of therapist empathy, where empathy captures all efforts that the therapist makes to understand the client's perspective and convey that understanding to the client. In this position paper, we propose a novel task of turn-level detection of client need for empathy. Concretely, we propose to leverage pre-trained language models and empathy-rel…
School of Computer and Communication Sciences（计算机与通信科学学院）；École Polytechnique Fédérale de Lausanne（洛桑联邦理工学院）
This paper introduces AFEC, an automatically curated knowledge graph based on people's day-to-day casual conversations. The knowledge captured in this graph bears potential for conversational systems to understand how people offer acknowledgement, consoling, and a wide range of empathetic responses in social conversations. For this body of knowledge to be comprehensive and meaningful, we curated a large-scale corpus from the r/CasualConversation SubReddit. After taking the first two turns of all conversations, we obtained 134K speaker nodes and 666K listener nodes. To demonstrate how a chatbot…
State-of-the-art neural dialogue systems excel at syntactic and semantic modelling of language, but often have a hard time establishing emotional alignment with the human interactant during a conversation. In this work, we bring Affect Control Theory (ACT), a socio-mathematical model of emotions for human-human interactions, to the neural dialogue generation setting. ACT makes predictions about how humans respond to emotional stimuli in social situations. Due to this property, ACT and its derivative probabilistic models have been successfully deployed in several applications of Human-Computer …
The Hong Kong Polytechnic University（香港理工大学）；Department of Computing（计算机系）
Empathetic response generation aims to comprehend the user emotion and then respond to it appropriately. Most existing works merely focus on what the emotion is and ignore how the emotion is evoked, thus weakening the capacity of the model to understand the emotional experience of the user for generating empathetic responses. To tackle this problem, we consider the emotional causality, namely, what feelings the user expresses (i.e., emotion) and why the user has such feelings (i.e., cause). Then, we propose a novel graph-based model with multi-hop reasoning to model the emotional causality of …
School of Computer and Communication Sciences（计算机与通信科学学院）；École Polytechnique Fédérale de Lausanne, Switzerland（洛桑联邦理工学院）
Empathetic dialog generation aims at generating coherent responses following previous dialog turns and, more importantly, showing a sense of caring and a desire to help. Existing models either rely on pre-defined emotion labels to guide the response generation, or use deterministic rules to decide the emotion of the response. With the advent of advanced language models, it is possible to learn subtle interactions directly from the dataset, providing that the emotion categories offer sufficient nuances and other non-emotional but emotional regulating intents are included. In this paper, we desc…
Sibyl: Empowering Empathetic Dialogue Generation in Large Language Models via Sensible and Visionary Commonsense Inference
Institute of Information Engineering, Chinese Academy of Sciences（中国科学院信息工程研究所）；School of Cyber Security, University of Chinese Academy of Sciences（中国科学院大学网络空间安全学院）；WeChat AI, Tencent Inc（腾讯微信人工智能）；Meituan Group（美团集团）
Center for Artificial Intelligence Research (CAiRE)（人工智能研究中心（CAiRE））；The Hong Kong University of Science and Technology（香港科技大学）
An important aspect of human conversation difficult for machines is conversing with empathy, which is to understand the user's emotion and respond appropriately. Recent neural conversation models that attempted to generate empathetic responses either focused on conditioning the output to a given emotion, or incorporating the current user emotional state. However, these approaches do not factor in how the user would feel towards the generated response. Hence, in this paper, we propose Sentiment Look-ahead, which is a novel perspective for empathy that models the future user emotional state. In …
An Offline Mobile Conversational Agent for Mental Health Support: Learning from Emotional Dialogues and Psychological Texts with Student-Centered Evaluation
Department of Electrical Engineering and Computer Science, Indian Institute of Science Education and Research Bhopal（电子工程与计算机科学系，比哈尔印度科学教育与研究中心）
This paper describes the development of Microsoft XiaoIce, the most popular social chatbot in the world. XiaoIce is uniquely designed as an AI companion with an emotional connection to satisfy the human need for communication, affection, and social belonging. We take into account both intelligent quotient (IQ) and emotional quotient (EQ) in system design, cast human-machine social chat as decision-making over Markov Decision Processes (MDPs), and optimize XiaoIce for long-term user engagement, measured in expected Conversation-turns Per Session (CPS). We detail the system architecture and key …
Tsinghua University（清华大学）；University of California Los Angeles（加利福尼亚大学洛杉矶分校）
Dialogue safety problems severely limit the real-world deployment of neural conversational models and have attracted great research interests recently. However, dialogue safety problems remain under-defined and the corresponding dataset is scarce. We propose a taxonomy for dialogue safety specifically designed to capture unsafe behaviors in human-bot dialogue settings, with focuses on context-sensitive unsafety, which is under-explored in prior works. To spur research in this direction, we compile DiaSafety, a dataset with rich context-sensitive unsafe examples. Experiments show that existing …
CASE: Aligning Coarse-to-Fine Cognition and Affection for Empathetic Response Generation
Beijing National Research Center for Information Science and Technology（北京信息科学与技术国家研究中心）；College of Intelligence and Computing, Tianjin University（天津大学智能与计算学部）
University of North Carolina at Charlotte（北卡罗来纳大学夏洛特分校）
In this survey paper, we overview major deep learning methods used in Natural Language Processing (NLP) and source code over the last 35 years. Next, we present a survey of the applications of Artificial Intelligence (AI) for source code, also known as Code Intelligence (CI) and Programming Language Processing (PLP). We survey over 287 publications and present a software-engineering centered taxonomy for CI placing each of the works into one category describing how it best assists the software development cycle. Then, we overview the field of conversational assistants and their applications in…
Existing emotion-aware conversational models usually focus on controlling the response contents to align with a specific emotion class, whereas empathy is the ability to understand and concern the feelings and experience of others. Hence, it is critical to learn the causes that evoke the users' emotion for empathetic responding, a.k.a. emotion causes. To gather emotion causes in online environments, we leverage counseling strategies and develop an empathetic chatbot to utilize the causal emotion information. On a real-world online dataset, we verify the effectiveness of the proposed approach b…
One challenge for dialogue agents is to recognize feelings of the conversation partner and respond accordingly. In this work, RoBERTa-GPT2 is proposed for empathetic dialogue generation, where the pre-trained auto-encoding RoBERTa is utilised as encoder and the pre-trained auto-regressive GPT-2 as decoder. With the combination of the pre-trained RoBERTa and GPT-2, our model realizes a new state-of-the-art emotion accuracy. To enable the empathetic ability of RoBERTa-GPT2 model, we propose a commonsense knowledge and emotional concepts extractor, in which the commonsensible and emotional concep…
